FaxBack: Makers of high performance network fax servers.  
Net SatisFAXtion Fax Server:  the most capable network fax software available anywhere.

 

Net SatisFAXtion fax server software:  the most capable network fax server available anywhere. Net SatisFAXtion Fax Server:  the most capable network fax server available anywhere.

SUPPORT PLANS

Using proven processes and procedures, our team of support engineers partner with you to resolve any issues you may encounter.

30-Day Free Support upon Purchase or Evaluation
New FaxBack and NET SatisFAXtion customers as well as registered trialware users receive a 30-day period of free email, fax and telephone software support that begins with your purchase. This complimentary period of support begins when the software or system is estimated to arrive at your location (not on installation) and occurs during standard business hours (6:30 am – 5:00 pm PST).

FaxBack Standard Support Contracts
FaxBack support engineers are skilled in troubleshooting, problem diagnosis and identifying resolutions. Our dedicated technology support members work closely with our Quality Assurance and Engineering departments and coordinate with these groups if additional resources are needed.

  • Support duration: sold in 1, 2 and 3 year plans
  • Service packs, product releases and updates to download
  • Access to technical knowledgebase for tips and techniques
  • FaxBack Customer Connection – dial-in or remote access customer system for rapid resolution
  • Telephone, email and fax access to Technical Support Team during hours of coverage
  • Hours of coverage: 6:30 am – 5:00 pm, Pacific Standard Time (PST)
  • Typical 30-minute response time from a FaxBack support engineer
  • Number of incidents: unlimited

Standard Support is invoiced at 15% of the total list price of the software products purchased. There is a contract minimum.

24 x 7 Support
This service provides immediate – 24 hours a day, seven-days a week – global support for FaxBack’s entire product line. It is geared toward organizations that have mission-critical systems and cannot risk downtime. This level of support provides you with the opportunity to handle system maintenance, upgrades or other potential support issues during non-business/non-critical hours of operation. Work hand-in-hand with a seasoned FaxBack support engineer to ensure your production-critical and urgent issues are handled swiftly and smoothly. 24 x 7 support customers receive a call back from a support engineer within 30 minutes.

 Around-the-Clock Support is calculated at 25% of the total list price of the software products purchased.



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